Web3 Technical Support Engineer (Web3)

Location: Remote within the EU

Company

hirify.global provides infrastructure for global blockchain applications, including cloud and self-hosted node management.

What you will do

• Own customer support cases from intake through resolution, including investigation, communication, escalation, follow-up, and documentation.
• Troubleshoot RPC endpoints, WebSocket connections, node availability, synchronization, performance, rate limits, APIs, and customer configuration.
• Reproduce and isolate issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior.
• Explain impact, timelines, workarounds, root causes, and next steps to customers.
• Collaborate with DevOps, engineering, product, customer success, and sales teams to resolve issues and improve the support experience.
• Improve runbooks, help articles, escalation notes, support metrics, and AI-assisted workflows while verifying AI outputs before customer use.

Requirements

• Must be based in the EU; the role is remote.
• 3+ years of experience in technical support, support engineering, solutions engineering, DevOps support, developer support, infrastructure support, or a similar customer-facing technical role.
• Strong understanding of Web3 infrastructure, blockchain nodes, RPC APIs, wallets, transactions, blocks, smart contracts, gas, network finality, and developer workflows.
• Hands-on experience troubleshooting JSON-RPC, gRPC, REST APIs, WebSocket connections, HTTP errors, latency, timeouts, rate limits, authentication, and configuration issues.
• Ability to interpret logs, metrics, API responses, error messages, blockchain explorer data, and technical customer context.
• Strong written English, customer communication skills, case ownership, and experience with ticketing systems, support queues, knowledge bases, or incident workflows.

Nice to have

• Experience supporting blockchain infrastructure providers, node operators, exchanges, wallets, DeFi protocols, custodians, analytics platforms, or developer tooling companies.
• Familiarity with Ethereum, Solana, Polygon, BNB Smart Chain, Arbitrum, Base, Avalanche, Bitcoin, or other major blockchain networks.
• Experience with command-line tools, cURL, Postman, web3.py, ethers, blockchain SDKs, Python, JavaScript, Bash, Kubernetes, cloud infrastructure, monitoring, or incident management.
• Experience writing public documentation, help-center articles, runbooks, customer guides, or troubleshooting playbooks.
• Knowledge of node sync modes, archive data, debug and trace methods, MEV workflows, indexing, validator operations, or Web3 data pipelines.

Culture & Benefits

• Competitive salary in USD based on experience and impact.
• Stock options and an AI-first working environment.
• Flexible schedule with a focus on balance and autonomy.
• Flat structure with limited bureaucracy and significant ownership.
• Collaboration with a diverse, multinational team in the Web3 industry.